- Very small
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- Slightly small
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- True to size
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- Slightly large
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- Very large
I’ve purchased from Jo Mercer a few times, but this experience was disappointing. I bought two pairs during a “buy one, get the second 70% off” sale. The second pair ended up being extremely stiff and tight, even though I ordered my usual size (42). They’re not wearable, so I needed to return them. What’s frustrating is that returning one pair… Read more
means the discount is forfeited, and the pair I keep reverts to full price. The whole reason I purchased both was because of the sale, so it feels misleading to lose the value of that offer when one item doesn’t fit.
I also wore the other pair, which I likely wouldn’t have purchased on its own at full price.
This policy makes it hard to shop sales online with confidence. Based on this experience, I wouldn’t purchase during one of these promotions again.
If I could select 0 stars I would The worst customer service I have ever experienced. Purchased shoes online 7 Weeks ago and have not received. Customer service phone number is constantly on MessageBank only, have left several messages. Have also emailed customer service several times requesting tracking. Have not had the courtesy of a single reply Will never buy from Jo Mercer again.
Very poor customer service! I bought my girlfriend sandals yesterday - Unfortunately, the address was my old address - only asked to change the delivery address. Customer service number - 1300 855 045 goes straight to voicemail. No one called me back. Been asked by email to redirect my post address - which cost $38. Very disappointed. Never again! Stay away!
Reviews with attachments
I recently bought a pair of $220 patent leather high heels from Jo Mercer. Unfortunately when I opened up the shoes in the box I found a default (little mark) on the leather. I emailed customer service and provided photo evidence of the shoes to them. They replied stating that in their words “This usually happen to patent leather when it is… Read more
scuffed or pressed against something during storage (such as another shoe)” “We are unable to provide you with a replacement on this occasion“. I cannot even begin to explain how terrible their customer service is. These shoes were brand new never been worn, cost $220 and they refused to replace them and now I can’t even wear them. So here I am writing a bad review of their service or lack of should I say and letting everyone else know about it!
I am Jo Mercer costumer. I bought a pair of shoes size 38 which is usually my size but unfortunately they fit me large. I attempted to exchange my item from size 38 to 37, but I was informed that size 37 was unavailable. However, when I went directly to the website, I was able to purchase the same style in size 37 without issue, indicating that… Read more
plenty of 37s are in stock. This feels dishonest, and the system seems designed to pressure customers into accepting store credit instead of allowing a refund to the original payment method. I’m very dissatisfied with this experience and will be leaving a review. I won’t be shopping here again.
Horrible customer service from [Name Removed] – [Name Removed] was rude and refused to help - I was sold a faulty product and told it was my own fault and how I stored it ? Ummm there are stains and puck marks on the shoes even though it was stored in a box and all my other clothes were fine. I spent over 200 for poor quality shoes - that haven’t even been worn once !!
Larissa flat NO DONT BUY ! – I bought the London slingback flats with the buckle . They are lovely and soft and I’m very happy with these . However the Larissa slingback flats are a patent silver and because of this they are hard . The design must be very unsuitable for a broader foot . I have a narrow foot and they cut into the top of the joint of my big toe . Bad design… Read more
when the leather is so hard . Shame as they look nice . They are not comfortable and the strap falls off the back of your heel. 2/10 The London 10/10
Unwearable loafers. Fall off with every step – Bought the Wanda leather loafers which are a mule style. Loved the look but they keep falling off as I walk and the soles are so hard I was starting to get blisters from just one day of wearing at home. When I took them back the person instore as well as online customer service said they can’t be returned as the heels were scuffed and I didn’t… Read more
have the sticker underneath the shoe. They didn’t accept my argument that they’re simply poorly designed. Steer clear.
Positive reviews
I like the brand – I’ve bought many pairs of shoes from Jo Mercer. From flats to strappy heels and many in between. I honestly don’t understand these poor reviews. The pricing is reasonable especially as they’ve always got some offer on. Apart from only being unable to refund sale items I’ve always been very happy with this brand. I’m wearing pairs I purchased years ago and I’m about to buy another. Show details
Good quality and consistent – Purchase price a little on the expensive side (wait for sales) but the quality is great. Long lasting wear and fashionable for the over 30's. Show details
I only buy shoes from Jo Mercer – Jo Mercer's shoes are extremely high quality. I bought my first pair of ankle boots from them 5 years ago and have not looked back. The leather is easy to wear in and I have not had to take them to the cobbler even once in that five years, despite wearing them every day through winter. Regarding their heels, as soon as I get them, I do take them… Read more
to have additional grip sole put on the base. This is a personal preference, but it is probably the reason why I don't have any troubles. Great quality! Gorgeous, soft leather, easy to care for, and beautiful style.
Negative reviews
BEWARE READ RETURNS POLICY Not that you would think this a concern with such a supposed 'good brand' but, if you don't want to just end up with a credit note, don't purchase, refunds are not their thing!
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Shoe size is not accurate. Website does not specify between a promotion and sale. The website allows you to submit a refund request before confirming you are entitled to one. Essentially this leaves you financially penalised for their lack of clarity. I dont recommend these shoes but if you do purchase go through a myer/iconic or similar with a much fairer return policy.
The worst company that does not care about consumers. Poor quality items that deteriorated within hours or wear. Then they refuse to refund. only store credits or refusal to refund at all. Have lodged ACCC complaint. everything is always hard. I have never had such a bad experience.
Recent reviews
The shoes were hard and narrow, so I returned them. At checkout, only the promo tag appeared, not the sale tag, so I read the return policy for promos which allows refunds. After submitting the return to my surprise I was notified that the item was classed a sale item and I could only get store credit. That notification only appeared AFTER the… Read more
return was submitted.
This is misleading. Customer service was inflexible, and now I’m stuck with store credit for a brand with hard and narrow shoes. Their shoes used to be nicer, but the quality has declined since Jo Mercer left and new management took over.
BTW, the reviews on their site are powered by Yotpo which the company controls, so negative reviews will not appear. Google reviews are disabled entirely, likely for the same reason. That tells you everything you need to know.
TLDR: Untrustworthy company. Good to know: All sale items at JM are store credit only, even when theyre not marked as such at checkout.
I ordered a pair beige boots, the last pair in-stock online and in store. I received the completely wrong order, which was leopard print heels. When I returned my wrong shoes for a refund, the lady working said she couldn’t track down the pair that I ordered and to try online support. There was no attempt by support to fix the situation, just… Read more
brushed off with a “sorry for the inconvenience”. This was my first experience shopping here and what a let down it was.
Very poor quality. While they look good when you first get them they are Not built to last and are not very comfortable. After only 2 months of normal wear I had to send them for repair as the elastic failed. Then after only 6 months total wear the glue on the sole came apart and stitching of the straps came apart.ove had cheaper shoes that last 4 times as long. I will not be buying this brand ever again.
Quality and comfort has dropped – Quality of Jo mercer has dropped! As a loyal annual purchaser I am disappointed! Last year sizes were too small and this year they feel cheap and uncomfortable! Also when I did click and collect they gave me a faulty pair but they did have good customer service and rectify with a swap at another store more convenient for me! Unfortunately I will be looking elsewhere for my annual summer sandals!
Poor experience all round – Shocking service, they're not up front about their return policy online, staff instore are not helpful, first and last time I'll buy from them, there are much better places to buy shoes.
Terrible, cheap quality shoes and boots! – I've ordered two pairs of shoes/boots and had to return both as the quality of products were awful. Cheaply made & bad fit for both pairs. Also, if you attempt to return the goods, it's not an easy exercise. No refunds are applicable if it is a sale item. Only a credit that you probably won't use due to the poor quality of the products. Tip: Don't order in the first place!
Extremely disappointing experience with less than average customer service – My experience buying online from Jo Mercer seems to be the same as most the other reviews. The customer service agents were like robots with absolutely no compassion for my just wasting $500 for shoes that don’t fit and can’t be exchanged. Even if they pretend to care instead of making you feel like a complainer! DON’T buy online unless you are… Read more
100% sure the shoe will fit and DEFINITELY don’t buy a shoe on sale because you can only get a credit note. The customer service girl sounded like she couldn’t have cared less. I know this is a first world problem but I will NEVER shop Jo Mercer online store ever again and the whole experience has left such a bad taste that I will probably try to sell the credit note. Very disappointing experience.
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Questionable quality with customer service to match – I purchased a pair of silver/black slides for an event. Halfway through the evening, my toes were in pain. I walked to the car barefoot. I had four blisters and a patch of skin rubbed absolutely raw and bleeding caused by the seam of the slides across my toes. I called the company and was told it wasn’t their problem but I could send photos if… Read more
I wanted to. I did and was answered with a “shoes fit everyone differently” and “it’s normal and not uncommon to get blisters on the first or second wearing.” If it was only blisters, I’d be happy, but I literally have a patch of skin still raw four days later. What a disappointment. Apparently I am just another customer with a purchase I will never be able to wear. Horrible customer service that matches the quality of their shoes.
Design flaw left me out of pocket with shoes I can’t wear – I finally splurged to buy myself some new work shoes from Jo Mercer and the shoes straps to the back of my ankle continually slip off as I’m walking. I’m constantly lifting them back up to be able to walk. I made sure the shoes fit before buying them so the sizing isn’t the issue. I emailed customer service and they said, because they’re worn, I… Read more
can’t return them. My husband can’t believe they’ve left me out of pocket with a pair of shoes I can’t wear.
I don’t have usually sized feet! This is my first experience with a design flaw with shoes. How was I to know they would be so impractical. So now I’m going to work in my old baller flat $190 out of pocket. Thanks jo mercer for your lack of care and understanding . Who has $190 to throw away in this current climate
Terrible quality and overpriced – Shoes are falling apart after wearing them 4 times. Sole completely came off and leather is ripping in the heel. So disappointing for the price I paid . When I went to physical store in Queen Street Brisbane to complain I was told there was nothing they could do and I should just go and pay to get them repaired. Show details
3 faulty products and no care from customer service – I ordered a pair of boots from the iconic but they are sent from jo Mercer and when received there were holes in the stitching, I exchanged them and was sent another pair also with holes, I contacted the iconic and was given option for refund or exchange so I tried exchanging again. The third pair of boots I ordered had the same faulty holes so I… Read more
though I’ll contact jo mercer directly to see if this can be resolved. Jo mercer customer service even didn’t offer an apology just told me I need to talk to the iconic. $300 boots but the worst quality and service.
Quality is terrible for the price – I've been so disappointed with the quality of these shoes. Replaced a pair that slit in the centre (a known manufacturer issue but no swap was provided as I did not have a receipt) so replaced them. First wear the leather peeled off at the front. Customer service say it's 'wear and tear' not sure how when they've been worn once and only purchased… Read more
a fortnight before. They obviously don't need my patronage and hve the Australian market totally cornered.
Style amazing, quality of shoes and customer service poor! – I purchased shoes from JM 5 months ago and have worn 10 times. Bottom of heel fell off without me knowing and fabric has come apart. They were 160$ and JM simply told me to go to a cobbler! Show details
Product fault after 1 year use. No resolution offered – Jo Mercer Wisdom flats have come apart after 1 year of use. The leather has separated from the sole of the shoe. Customer service replied that ‘it was not a product fault, just normal wear and tear’ - ([Name Removed]@Jo Mercer). Obviously I do not agree, I have not had any other $220 leather shoes detach from the sole from any other manufacturer. Buyer beware. Show details
Pretty disappointing – I'm quite disappointed with customer service and to be honest with whoever was in charge of picking and packing my item. I purchased my beautiful boots in the EOFYS just a few days ago. They arrived yesterday but I didn't get a chance to see them until I got back from work. I unpacked them and realised the right pair has a scratch in the leather… Read more
like someone must have scratched them with their nails or something. I msgd the team as soon as I had realised with photos too, and the emailed back telling me that it seems to just be texture in leather and blemish, not a fault. There is not texture to this leather, and left side doesn't have it. Clearly the person packing them didn't inspect these before sending them off or scratched them herself. I still paid a fair bit, which isn't fair, and as a small business owner myself, I'm really annoyed with the fact that they won't even offer a partial refund for me to try and repair them as I don't have time to go in store to get them assessed or inspect them. Why should I have to waste time doing this? I won't buy again from them unfortunately.
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